{Omnichannel} Automatically remove customer off hold on call transfer

In the world of customer service, call handling is one of the most crucial functions, and in this article, the focus is on the feature of automatically removing the customer off hold on call transfer in Omnichannel. When a call is being transferred from one agent to another, it is often put on hold, but with this preview feature, the call is automatically taken off hold once the next agent answers, without the need for the transferring agent to do anything else.

It's important to note that this feature is still in preview, and if system administrators need to disable it, they can do so from the Customer Service Admin Center. Nonetheless, this feature can go a long way in improving call transfer experiences for both agents and customers while also boosting efficiency.

If you're looking to improve your call handling systems, then give this feature a try and see how it works for you.

Author: Malla Reddy Gurram (@UK365GUY)

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